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UCCX - Direct calls to Call Handler (Unity Cxn) when all agents logged out / Not ready

My first UCCX Application, please be gentle.

CCM 8.5.1

CCX 8.5.1

I offered to do this using Unity Connection and an opened / closed schedule but the customer states their "closed" time, although stated as 5pm, sometimes varries depending on the time of year.  So, I can't use a schedule to close the call center from 5pm to 845am, even though these are their stated hours. 

How can I, using the script, detect when all agents are Logged out / Not Ready, and if this state occurs, direct the calls to a "NIGHT" mailbox on the Unity Connection?

I've attached the script i'm working off of (which is still very basic) for reference.

thanks

Matt

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VIP Super Bronze

UCCX - Direct calls to Call Handler (Unity Cxn) when all agents

Welcome to CCX.

You can use the Get Reporting Statistics step to get Logged In Resources from any CSQ in the system. Follow it with an If step that checks to see if the result is <1. In the True branch use a Call Redirect to point the call toward Unity Connection's trigger. You can set the redirecting party information within that step to be whatever the call handler extension is to get Unity to recognize it.

2 REPLIES
VIP Super Bronze

UCCX - Direct calls to Call Handler (Unity Cxn) when all agents

Welcome to CCX.

You can use the Get Reporting Statistics step to get Logged In Resources from any CSQ in the system. Follow it with an If step that checks to see if the result is <1. In the True branch use a Call Redirect to point the call toward Unity Connection's trigger. You can set the redirecting party information within that step to be whatever the call handler extension is to get Unity to recognize it.

New Member

UCCX - Direct calls to Call Handler (Unity Cxn) when all agents

Ok, thank you for the input.  I will have to play around with it some more to get familiar with the process.

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